David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division

Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121

September 14, 2020

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B34
Certain 2020 Model Year Explorer
Transmission Oil Cooler

PROGRAM TERMS
This program will be in effect through September 30, 2021. There is no mileage limit for this program.
URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of September 30, 2021 to encourage
dealers and customers to have this service performed as soon as possible.
We recommend dealers utilize their FSA VIN Lists name and address available on September 14,
2020 to contact customers with affected vehicles. This will help minimize the number of vehicles that
may require a more extensive repair.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Explorer

2020

Chicago

October 19, 2018 through January 10, 2020

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, a leak in the transmission oil cooler may occur due to a crack
developing near the oil cooler line fittings. Loss of transmission fluid could lead to transmission noise,
harsh shifts or the inability to shift out of park.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this program, dealers are to
replace the transmission oil cooler. This service must be performed on all affected vehicles at no
charge to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed beginning the week of September 28, 2020. Dealers should
repair any affected vehicles that arrive at their dealerships, whether or not the customer has received
a letter.
ATTACHMENTS
Attachment I:
Administrative Information
Attachment II:
Labor Allowances and Parts Ordering Information
Attachment III:
Technical Information
Owner Notification Letter

 Copyright 2020 Ford Motor Company

QUESTIONS & ASSISTANCE
For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web
Contact Site. The SSSC Web Contact Site can be accessed through the Professional Technician
Society (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or
listed under the SSSC tab.
Sincerely,

David J. Johnson

 Copyright 2020 Ford Motor Company

ATTACHMENT I
Page 1 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B34
Certain 2020 Model Year Explorer
Transmission Oil Cooler
OASIS ACTIVATION
OASIS will be activated on September 14, 2020.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September
14, 2020 Owner names and addresses will be available by October 12, 2020.
NOTE: Your FSA VIN Lists may contain owner names and addresses obtained from motor vehicle
registration records. The use of such motor vehicle registration data for any purpose other than in
connection with this program is a violation of law in several states, provinces, and countries.
Accordingly, you must limit the use of this listing to the follow-up necessary to complete this service
action.
SOLD VEHICLES
• Owners of affected vehicles will be directed to dealers for repairs.
• Immediately contact any of your affected customers whose vehicles are not on your VIN list
but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when
available) and schedule a service date.
• Correct other affected vehicles identified in OASIS which are brought to your dealership.
• Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle
inventory.
STOCK VEHICLES
• Correct all affected units in your new vehicle inventory before delivery.
• Use OASIS to identify any affected vehicles in your used vehicle inventory.
TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for this service action.
OWNER REFUNDS
• Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the
repair was performed before the date of the Owner Notification Letter. This refund offer expires
March 31, 2021.
• Dealers are also pre-approved to refund owner-paid emergency repairs that were performed
away from an authorized servicing dealer after the date of the Owner Notification Letter. Noncovered repairs, or those judged by Ford to be excessive, will not be reimbursed.
•

Refunds will only be provided for the cost associated with the transmission oil cooler.

RENTAL VEHICLES
Rentals are not approved for this program.

 Copyright 2020 Ford Motor Company

ATTACHMENT I
Page 2 of 2
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B34
Certain 2020 Model Year Explorer
Transmission Oil Cooler
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
• For related damage and access time requirements, refer to the Warranty and Policy Manual /
Section 6 – Ford & Lincoln Program Policies / General Information & Special Circumstances
for FSA’s / Related Damage.
• For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is
required, although related damage must be on a separate repair line with the “Related
Damage” radio button checked.
o Ford vehicles – 3 years or 36,000 miles
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval
Request to the SSSC Web Contact Site prior to completing the repair.
CLAIMS PREPARATION AND SUBMISSION
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.
o When entering claims, select claim type 31: Field Service Action. The FSA number
20B34 is the sub code.
o For additional claims preparation and submission information, refer to the Recall and
Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
• Related Damage/Additional labor and/or parts: Must be claimed as Related Damage on a
separate repair line from the FSA with same claim type and sub code as described in Claim
Entry above.
IMPORTANT: Click the Related Damage Indicator radio button.
• Rentals: For rental vehicle claiming, follow Extended Service Plan (ESP) guidelines for dollar
amounts. Enter the total amount of the rental expense under Miscellaneous Expense code
RENTAL.
• Refunds: Submit refunds on a separate repair line.
- Program Code: 20B34
- Misc. Expense: ADMIN
- Misc. Expense: REFUND
- Misc. Expense: 0.2 Hrs.
o Multiple refunds should be submitted on one repair line and the invoice details for each
repair should be detailed in the comments section of the claim.

 Copyright 2020 Ford Motor Company

ATTACHMENT II
Page 1 of 1
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD
Customer Satisfaction Program 20B34
Certain 2020 Model Year Explorer
Transmission Oil Cooler
LABOR ALLOWANCES
Description
Replace the transmission oil cooler

Labor Operation

Labor Time

20B34B

1.6 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION

SSSC Web Contact Site:

To place an order for parts, submit a VIN-specific Part Order contact via the SSSC Web Contact Site.
Order
Quantity

Claim
Quantity

Transmission Oil Cooler

1

1

M8x30 Bolt

1

1

Part Number

Description

L1MZ-7869-H
W709678-S450

XT-12-QULV
Motorcraft® MERCON® Automatic Transmission Fluid
6
6
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply
strategy and when open ordering resumes.
DEALER PRICE
For latest prices, refer to DOES II.
PARTS RETENTION AND RETURN
Follow the provisions of the Warranty and Policy Manual, Section 1 - WARRANTY PARTS
RETENTION AND RETURN POLICIES.
EXCESS STOCK RETURN
Excess stock returned for credit must have been purchased from Ford Customer Service Division in
accordance with Policy Procedure Bulletin 4000.

 Copyright 2020 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 1
CUSTOMER SATISFACTION PROGRAM 20B34

CERTAIN 2020 MODEL YEAR EXPLORER VEHICLES — TRANSMISSION OIL
COOLER REPLACEMENT
SERVICE PROCEDURE
1. Replace the transmission fluid cooler. Refer to Workshop Manual (WSM), Section 307-02.
2. Install the M8x30 bolt. Torque to 25 Nm (18 lb-ft). See Figure 1.

2012A

FIGURE 1
3. Using the appropriate scan tool, clear transmission tables and perform an Adaptive Learning Drive
Cycle. Refer to WSM, Section 307-01.

STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
STUD FOR
MISSING NUT
PLACE COPY HERE
CPR © 2020 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
09/2020

PLACE COPY HERE
PLACE COPY HERE